We are writing this post because, despite continued efforts on our part, Paypal have still not resolved an issue that cropped up for us on 15 May and that affects some of you, our members.

If you are an upgraded StatCounter member and you pay us via Paypal, please be aware that you may not receive your StatCounter invoice for some time. This is because Paypal have been unable to provide us with a complete payments file since 15 May.

While we know that all services can experience “bumps” from time-to-time, there is no excuse for repeatedly ignoring your customers over a prolonged period of time.

The apparent absence of concern or interest from Paypal with regard to this issue has severely damaged the reputation of this company in our eyes. Our support tickets to Paypal are answered with a generic “I’m sorry but we don’t have an update for you at this time” – this is simply not acceptable!

By the way Paypal – if you’re listening and would like to respond, we would be delighted to hear from you. Please post in the comments or contact us here.

Note that to compensate for the poor service being provided by Paypal, we will be manually (!!) creating as many invoices as possible over the coming days, however, we estimate that we will be unable to create invoices for approximately 10% of our Paypal subscribers until such time as Paypal gets its act together.

We are considering removing Paypal as a payment option entirely for new subscribers to StatCounter due to:

The time and costs that we will incur as a result of the problems with Paypal;

But in particular as a result of the inconvenience it causes to you our members

Since wasting time and resources on Paypal issues, means we have less time to devote to you and to improving our service… is it time to show Paypal the door?
Update: To avoid confusion we would like to clarify that, we have, of course, been in regular phone contact with Paypal in addition to submitting email tickets. Assistance has not been forthcoming via either contact method.
Update 2: In an effort to make contact with Paypal via another avenue we posted on the Paypal Developer Forum yesterday. There has still been no response from Paypal although it appears that other tickets posted after our one have been answered.

54 Comments

Paypal is awful and I think not a legitimite or honest company. My College and financing Consolidation Loans site, as well as a few other have lost a ton of money because of them. I am currently in a dispute with them about this, but they deny everything.

At G5 Business Directory we have and still use them. Honestly can’t say I am feed up with them but on the other hand can’t recommend their service as a role model either. We have had some not so friendly conversations with staff over issues no fault of our own and some really bad service from them from time to time. However, our clients pay for inclusion to our directory without any problems thus far (fingers crossed). I do remember once we had issues with a credit card account and basically the manager on duty called us a liar. I was really upset. But they have so many members and makes it easy for customers to pay and they know it. Therefore we remain with them until something better comes along. I truly hope you guys resolve this issue. Nothing more disturbing than trying to deliver top rated service to your customers who deserve the best treatment, only to discover your hands are tied due to Paypal. Hopefully if you find a better service you will post here for all to review. I know I would be interested in your choice. Thanks for sharing.
Regards

PayPal is ridiculous and unsafe! I have been a stat counter user for many, many years and would like to recommend the new “google checkout” service to everyone here. I switched to them last year after PayPal allowed fraudulent chargebacks to my account. I have not even used my PayPal account since December 2007 yet coincidentally, this morning I received a fraudulent email that supposedly came from my account! PayPal is the subject of several lawsuits and cannot be trusted. I started a petition to get the government to investigate these people, please feel free to sign it if you want to try and get some resolution for consumers. (http://www.ipetitions.com/petition/paypalcomplaints)

Hi, I’m glad you guys finally were able to straighten this out. But I have to tell you, PayPal is a royal pain in the behind as is GE Services: They are slow responders, post inaccurate data on billing and credit, they didn’t even tell us when they decided to go paperless and we had to fight tooth and claw to get late charges deducted because they never sent us a freakin bill! In addition, to this day, I cannot pull up my most recent statement from PayPal. this is true, I swear to you, unfreakinbelievable. Prior to these nightmares, I never understood why so many people disliked them, but now I do. They’ll scamper at the eleventh hour and try to get it right, but that’s no way to run a business, it is just plain shoddy.

I too have experienced many problems with PayPal and choose not to use
them. I am in the process of removing them from all of my sites. I have found a moneyexchange, just like PayPal and they are great. They have
the same seller tools as PayPal and it is free to send and receive
money. Plus they will put $25.00 in your account for just opening an
account, and when you refer someone they will give you $10.00 per
person…up to $500.00. If you would like to check it out. Please go to
my site http://www.ladycherilynn.com and on the right you will see a
green button…click on it. I hope this will solve your problem in using
PayPal, it solved mine.

We maintain our own CRM system with information from PayPal. This way we can survive even if PayPal loses all our customer records. I am sure you too will be having something similar in place. I am wondering how hard it will be for you if PayPal for some reason actually lost your records?